It's honestly part of the job of hatching... That's why I don't think people who won't cull a faulty chick should hatch... If a chick is suffering, you need to end it's suffering, it's not right to continue it on for longer than it needs just for your own selfish reasons.
They just asked about the chick so I sent a nice little email not detailing too much but focusing them on other chicks not the one that's suffering because it wasn't helped soon enough. Accidents happen, not everyone has an animal background like I do. I interned at a veterinary office for 3 years, he did mostly farm animals. I got to castrate bulls, pigs, and helped with surgeries. Very fun experience.
I have learned so much creating my own farm. It's been lots of tears and laughter.